Hard Rock Hotel Cancun

Forget about the renovation that will start in August, this place is amazing in every way: location, food, entertainment and above all the staff! Room service is a blessing if you can’t enjoy the food options across the hotel. Opening hours for restaurants is a plus, you cannot feel hungry the whole day, always something very good to find.

Let’s start with the pool staff: I will name few among many others; Angel, Edwin, Fausto and Tatcho. They all work extremely hard and want to see you happy and enjoying your vacation, thank you all for the amazing customer service you represent the brand very well.

Room service, everyone is exceptional including those who answered the phone. There is an IPad in the room and easy to use and navigate and order from it, including tray pickup when you are done. Food arrives within 30-35 minutes.

We have been here for now 3 nights and we are very happy with the open buffet for all 3 meals served at Frida restaurant, great buffet and variety, excellent quality of steak and other food.

The hotel is at capacity regardless they will close in a week for renovation.

Pool foam party is a great way to make people happy whether they are young or old.

Drinks are not watered and extremely very good and all international brands of whisky or vodka or rum are there including Johnny Walker Black label which you cannot find in other all inclusive.

The beach: not their fault and the seaweed is there and they clean and clean but what can you do with nature!

The only issue we had was at check in which was frustrating for us after long travel day of more than 8 hours, Jocelyn was not the right person to handle checking and dealing with several people checking at same time, notwithstanding she has no time to answer questions or provide any guidance about the hotel facilities, as all what she does is handing two printed papers that has lots of info and map of hotel and we are on our own to discover and find our way.

So my recommendation and I have been leading customer service department for over 10 years is to handle customers differently and leave good impression from the beginning, on the other side there was Ceaser at the next check in desk to Jocelyn and he is completely the opposite of her, Kudos to you Ceaser.

A reflection and a takeaway: after renovation I believe this hotel will be a booming star in the hotel zone and will be hard for people to find a room. The people are the great asset of the property and they deserve recognition and a true great representation of the brand, to management: please ensure they are happy and continue improving their customer service skills so they can evolve. The room sizes should reflect the accommodation of 3 adults beds instead of only two beds to enable families to sleep better, my suggestion to remove the jaccuzi tubs and allow 3 beds and extra space for luggages. Ensure that air conditioning is better and stronger in the main restaurant as well as in corridors of the rooms. Another point to consider in the renovation is the accessibility of the buffet in the Frida restaurant: people with mobility issue will not be able to take the stairs to reach the food area.

Continue maintaining high quality of food and drinks across the resort, this speaks to the brand and reputation you have established.

And finally thank you to Management and staff for making our vacation one of the best, my husband’s words since we came to this resort was: This is by far the best resort we stayed in since we started travelling to Cancun!

All the best to everyone. We will return after the renovations.

Viviane S. Wans ( room 375)

We love this hotel and we got married here in 2018 so wanted to return, the restaurants could do with a bit more choice on the menus. Cannot fault the staff and room / mini bar service as it was 100%. Hotel is great location to be able to get the bus down to La Isla or other parts of Cancun

The kids club was fab, it’s not joined onto the hotel but great area, air conditioned and a kids pool area too. The activities they do are fabulous and so are the staff Ale, Andi, Fer and Marie xx

We were treated very poorly. Dinner reservations were refused (due to the size of our group), and even when accepted, they weren't always honored at dinnertime. Numerous errors occurred, ranging from the booking of excursions to the return transfer. All the staff members were very rude. Terrible experience; I will never go back.